Customer Support Specialist Level II - Portuguese Required

Customer Support Specialist Level II

As a Customer Support Specialist Level II, you will be responsible for the processing of customer orders from receipt to shipment (order follow-up) while also participating in the duties of the Sales Representative for Tier 3 accounts.

Responsibilities:

• Understand all customer terms & requirements
• Enter customer PO's with high level of accuracy, ensuring conformity
• Resolve issues on customer PO's with Sales Representatives and/or customers directly
• Contribute to team goal of entering all customer orders in a timely manner
• Send a complete or partial acknowledgement within 48 hours
• Ensure the follow-up of customer orders: status, tracking numbers, shipping documents, credit card receipts, etc.
• Make sure that the orders are correctly reserved by the system, suggesting confirmation swaps to Sales Representatives
• Be proactive in informing Sales Representatives and/or customers about delivery issues impacting their supply chain
• Send "Open Order Reports" to customers with accurate information and comments as recommended by the Sales Representative
• Update "Past Dues" on a daily basis, reschedule due dates accurately, informing customers of any delays by sending updated order acknowledgements (via customer portals where applicable)
• Open and track CCRs
• Basic technical knowledge and understanding of the specificities of the products: packaging, shelf life, unit of measurement, alternatives... etc
• Open new customer accounts
• The CSS level II may occasionally participate in the duties of the Sales Representative.
• Support Ecommerce customer and customer related questions/issues

Competencies:

Required: Able to speak, read and write Portuguese

• Customer Relationships skills
• Communication skills
• Ability to anticipate and manage conflict situations
• Ability to write reports
• Ability to use computer tools
• Good organizational skills
• Ability to prioritize tasks
• Be rigorous and methodical
• Excellent sense of customer service
• Excellent internal and external communication skills
• Spirit of initiative
• Team spirit